Citation:

Retno Fitriah Irsyalina, Dina Dellyana. "Service Innovation for Architectural Firm: Using AHP Method to Identify and Structured Client's Preferences" International Research Journal of Economics and Management Studies, Vol. 2, No. 4, pp. 646-658, 2023.

Abstract:

This research delves into the dynamic landscape of Indonesia's architectural services sector, particularly emphasizing the growth and challenges within the property and real estate industry. The substantial contribution of architectural services to the national GDP is evident, propelled by government regulations mandating building permits and renovations. However, N. Studioworks, operating in this sector, faces challenges in sustaining business growth, underscoring the crucial need to align with clients' preferences. The study utilizes an integrated methodology, encompassing Customer Journey Maps (CJMs) and the SERVQUAL Framework, to thoroughly explore client experiences and preferences. Through indepth interviews, the research aims to map the multifaceted stages of the client journey and evaluate architectural services based on dimensions such as reliability, responsiveness, assurance, empathy, and tangibles. The Analytic Hierarchy Process (AHP) method is employed to systematically identify and structure client preferences, providing a comprehensive approach to understanding and prioritizing various criteria. This research aspires to offer actionable insights for N. Studioworks, proposing a new service innovation model to not only meet but exceed evolving service quality for architectural firms.

References:

[1] Akinsiolai, Ai., Piotts, K., & Ndiekugri, I. ai. (1997). Idientificaitiion aind ievailuaitiion iof faictiors influiencing vairiaitiions ion building priojiects. Intiernaitiionail Jiournail iof Priojiect Mainaigiemient.
[2] Ainnick Williem, M. B. (2009). Kniowliedgie shairing in intier-unit cioiopieraitivie iepisiodies: Thie impaict iof iorgainizaitiionail structurie dimiensiions. Intiernaitiionail Jiournail iof Infiormaitiion Mainaigiemient.
[3] Chain, D., & Kumairaiswaimy, M. (1997). Ai ciompairaitivie study iof caiusies iof timie iovierruns in. Intiernaitiionail Jiournail iof Priojiect Mainaigiemient.
[4] Ciontient iEnginie LLC. (2023). Custiomier siervicies; iEthniograiphy; Criticail paith. Miaimi: CiontientiEnginie LLC, ai Flioridai limitied liaibility ciompainy.
[5] D&B Ciompainy. (2023). Airchitiecturail & iEnginieiering Siervicies- Quairtierly Updaitie 4/3/2023. Fiort Mill, Siouth Cairiolinai: First Riesieairch Industry.
[6] Dionaildsion, L. (2014). Thie Ciontingiency Thieiory iof iOrgainizaitiions. SAiGiE Publicaitiions.
[7] Durdyiev, S., Ihtiyair, Ai., Bainaitis, Ai., & Thurniell, D. (2018). THiE CiONSTRUCTIiON CLIiENT SAiTISFAiCTIiON MiODiEL: Ai PLS-SiEM AiPPRiOAiCH. Jiournail iof Civil iEnginieiering aind Mainaigiemient, 24(1).
[8] Hainum, N. N. (2020). Cioncrietie: Piolitics in thie Dievieliopmient iof Miodiern. IiOP Cionfieriencie Sieriies: iEairth aind iEnvirionmientail Sciiencie.
[9] J.C, K., Saing, S. G., & Dainty, Ai. R. (2009). Thie jiob saitisfaictiion iof UK airchitiects aind rielaitiionships with wiork‐lifie bailaincie aind turniovier intientiions. iEnginieiering, Cionstructiion aind Airchitiecturail Mainaigiemient.
[10] Kiemientriain Kioiordinaitior Bidaing Pieriekioniomiain Riepublik Indioniesiai. (2023, Sieptiembier 19). Mienkio Airlainggai: Indioniesiai Tielaih Mienjaidi Tujuain Inviestaisi Priopierti Tierbaik di Duniai. Rietriievied friom Kiemientriain Kioiordinaitior Bidaing Pieriekioniomiain Riepublik Indioniesiai: https://www.iekion.gio.id/
[11] Kioutsikiouri, D., Aiustin, S., & Dainty, Ai. (2008). Criticail succiess faictiors in ciollaibioraitivie multidisciplinairy diesign priojiects. Jiournail iof iEnginieiering, Diesign aind Tiechnioliogy, Viol. 6 Nio. 3, pp. 198-226, dioi: 10.1108/17260530810918243.
[12] Mairthiain, I. (2019). Inviestmient Ainailysis iof iEstaiblishmient thie Airchitiecturail Tiechnicail Diesign Siervicie ais ai Crieaitivie iEcioniomy Baisied ion BMC.
[13] McBieie, K. (2023). Diefining thie Staigies iof thie Custiomier Jiourniey Maip: Aiwairieniess.
[14] Millier, G. (1956). Thie maigicail numbier sievien, plus ior minus twio: Siomie limits ion iour caipaicity fior priociessing infiormaitiion. Psychiol. Riev.
[15] Mintzbierg, H. (1979). Thie Structuring iof iOrgainizaitiions.
[16] iOyiedielie, L. iO., & Thaim, K. W. (2007). Cliients’ aissiessmient iof airchitiects’ pierfiormaincie in building dieliviery. Building aind iEnvirionmient.
[17] Paiuier, F., Schmidt, K., Baibaic, Ai., Daimm, K., Fraink, M., Schulienburg, v. d., & J.-M.G. (2016). Ciompairision iof diffierient aipprioaichies aippliied in ainailytic hiierairchy priociess—Ain iexaimplie iof infiormaitiion nieieds iof paitiients with rairie disieaisies. BMC Mied. Infiorm. Diecis. Maik.
[18] Pietier K. Mills, J. L., Lieidieckier, J. K., & Mairguliies, N. (1983). Fliexifiorm: Ai Miodiel fior Priofiessiionail Siervicie iOrgainizaitiions.
[19] Puddiciombie, M. (1997). Diesigniers aind cionstraictiories: impiedimients tio intiegraitiion. Jiournail iof Cionstructiion, iEnginieiering aind Mainaigiemient.
[20] Saiaity, T. (2008). Diecisiion maiking with thie ainailytic hiierairchy priociess. Int. J. Sierv. Sci.
[21] Saiaity, T., & iOzdiemir, M. (2003). Why thie maigic numbier sievien plus ior minus twio. . Maith. Ciomput. Miodiel.
[22] Tiorbiett, T. S. (2001). Diesign pierfiormaincie mieaisuriemient in thie cionstructiion siectior: ai piliot study. iEliectrionic Wiorking Paipier Sieriies. Paipier Nio. 66, SPRU, Sciiencie aind Tiechnioliogy Piolicy Riesieairch, Sussiex.
[23] Wilsion, T. M. (1980). Priojiect Mainaigiemient Airchitiecturail Firm. Naitiionail Aissiociaitiion iof Aicciountaints.
[24] Wind, Y., & Saiaity, T. (1980). Mairkieting aipplicaitiions iof thie ainailytic hiierairchy priociess. . Mainaig. Sci.

Keywords:

AHP, Architecture, CJMs, Innovation, Service, SERVQUAL.